Partner Experience Operations Lead
About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
Role Description:
We are seeking a dynamic and strategic Senior Manager - Operations Lead (Order to Cash) to own and drive end-to-end strategic O2C decisions with a key focus on enhancing our financial partner ecosystem (platform and tools), optimizing cross-functional processes. This role requires a high-impact individual with excellent stakeholder management capabilities across Commercial, FinTech, and Finance teams to ensure a seamless and scalable partner lifecycle from onboarding to Pay out or cash collection.
This is a new role to elevate our focus on the partner experience across the various towers of order to cash. Set a strategy to improve the overall communications (internal and external) on issues. Drive end to end alignment and simplifications towards our stakeholders on our key initiatives to improve end to end experience for the partner. Strategize our platform and tooling and align with the O2C towers, CS and Fintech to create the best platform to self service and communicate to partners. The role is responsible for a team of 4-6 people.
Key Job Responsibilities and Duties:
- Act as the voice of the partner throughout the O2C lifecycle, driving timely, transparent, and value-adding communication.
- Design and implement strategies to improve partner interactions and proactively resolve issues using effective tools and systems.
- Align messaging and service levels across customer success, commercial, and support teams to ensure a unified partner experience.
- Lead the end-to-end O2C process, continuously improving contract execution, billing, invoicing, collections, dispute management, and cash application.
- Identify and eliminate process bottlenecks, increase automation, and maintain compliance with policies and controls.
- Own and update process documentation, training materials, and best practices to support operational excellence.
- Collaborate cross-functionally with Commercial, FinTech/Product, Finance, and Partner teams to drive priorities, enhance systems, and advocate for partner-centric improvements.
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Qualifications & Skills:
- Background in finance and customer journeys.
- A good people motivator with management experience.
- Ability to proactively drive the assigned projects and reach the preset objectives.
- Proven success in driving operational improvements and managing complex stakeholder environments.
- Strong understanding of SAP, O2C processes, and partner success metrics.
- Exceptional communication and interpersonal skills, with the ability to influence and collaborate at all levels.
- Can think unconstrained and in complex processes. Can redesign current state.
Benefits & Perks - Global Impact, Personal Relevance:
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion at Booking.com:
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
- Let's go places together: How we Hire
- This role does not come with relocation assistance.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Fitness Subsidies
- Dental Insurance
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Adoption Leave
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
- Return-to-Work Program
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
- Summer Fridays
Financial and Retirement
- Pension
- Company Equity
- Performance Bonus
- Relocation Assistance
- Stock Purchase Program
Professional Development
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Work Visa Sponsorship
- Learning and Development Stipend
- Professional Coaching
- Shadowing Opportunities
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Unconscious Bias Training